Head of Division (CS HoD) of CS TeamResponsible for 06 business units: CS Planning, Service Operation (Network and Galaxy Consultants), Service Administration (Warranties, Credit Line, Returns & Cost Management), Technical Support, Parts Operation (Parts Logistics) and Customer Experience & VOC (Contact Center, E-Store & Digital Channels). Reporting directly to Peru CEO, HQ & RHQ.

• Performed market research analysis of the building automation space, including in-depth evaluation of potential vendor partnerships, competitive analysis, positioning strategies and potential acquisition targets. • Developed high-level partnership and revenue model to enable IBM to become a leader in the Building & Infrastructure Management market.

• Analyzed a market-entry strategy and potential share of IT services to the Indian defense industry utilizing forecasts, modeling and sensitivity analyses and proposed a entry strategy with an expected market size of to $ 2B.• Formulated strategic and tactical market development plan, including competitive advantage analysis, positioning strategies, and potential synergies from alliances or partnerships.• Awarded 2nd Place (out of 11 teams) in internal business plan competition… Show more • Analyzed a market-entry strategy and potential share of IT services to the Indian defense industry utilizing forecasts, modeling and sensitivity analyses and proposed a entry strategy with an expected market size of to $ 2B.• Formulated strategic and tactical market development plan, including competitive advantage analysis, positioning strategies, and potential synergies from alliances or partnerships.• Awarded 2nd Place (out of 11 teams) in internal business plan competition. Proposal consisted of providing IT services to cities in the Middle East/North Africa with potential revenues of $5B by 2012. Show less

• Developed CRM and telemarketing strategies by selecting customers and prospects for future marketing campaigns. Used modeling and profiling that led to more effective segmentation strategies resulting in an increase in: casino campaign’s revenues by 25%, customer database from 6,000 to 34,000 and new telemarketing services.• Implemented surveys and collected data to identify business patterns and customer insights to ensure customer satisfaction and focus on customer retention.•… Show more • Developed CRM and telemarketing strategies by selecting customers and prospects for future marketing campaigns. Used modeling and profiling that led to more effective segmentation strategies resulting in an increase in: casino campaign’s revenues by 25%, customer database from 6,000 to 34,000 and new telemarketing services.• Implemented surveys and collected data to identify business patterns and customer insights to ensure customer satisfaction and focus on customer retention.• Successfully restructured the Call Center, redefining processes and functions, and improving staff productivity, which led to an increase in the rate of successful contact with clients by 20%, cutting the cost per effective call by 40%. Show less

• Led the segmentation and reorganization of the TV Cable customer database. Responsible for developing segmentation strategies, creating innovative customer analytics, deriving customer revenue potential and driving go-to-market strategies to successfully execute across sales channels.• Increased customer segment profitability by articulating high value business offerings including retention programs to ensure churn reduction, up and cross selling opportunities and direct e-mail… Show more • Led the segmentation and reorganization of the TV Cable customer database. Responsible for developing segmentation strategies, creating innovative customer analytics, deriving customer revenue potential and driving go-to-market strategies to successfully execute across sales channels.• Increased customer segment profitability by articulating high value business offerings including retention programs to ensure churn reduction, up and cross selling opportunities and direct e-mail campaigns.• Obtained, managed and analyzed key operating metrics and data for the Retention and Customer Group that led to improvements on pricing strategies and the recalibration of campaign mix.• Managed and trained up to 80 Call Center operators. Implemented new procedures that resulted in execution efficiencies on Call Center indicators: reducing call times by 11% and technician visits by 15%. Show less